A constant concern of academic institutions has been to improve the customer satisfaction in university libraries. The service quality within academic library context is pivotal for satisfying customers by meeting the customers' needs to create loyalty amongst customers. This research uses LibQual to analyze the gap between customer's perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library. There are six dimensions in service quality; namely general services, search for materials, library collection, staff, environment and environment, considered for this empirical research. The purpose of this paper is to 1) know service quality dimensions that satisfy the customers and 2) to observe the impact of service quality on customer satisfaction. The research methodology is carried out using a questionnaire survey distributed among 170 samples through simple random sampling. The data obtained was analyzed by using covariance-based structural equation modeling and importance-performance analysis. The results suggest that quality of service had a significant impact on customer satisfaction. Among the service quality dimensions, library environment and general service were viewed as high importance and strong performance index. Implication for research and practice resulting from these findings were also discussed.

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Purpose The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a customer perspective. The current study aims to contribute in this domain of knowledge and validate EXQ scale by linking it to marketing outcomes of satisfaction, loyalty and word of mouth in Malaysian private healthcare settings. Design/methodology/approach The authors collected data from 330 randomly selected Malaysians, visiting private hospitals in the city of Kuala Lumpur. The data analysis is performed by confirmatory factor analysis using structural equation modelling – SEM – procedures. Findings The results reveal that two dimensions of EXQ scale moments of truth and peace of mind are highly valued by customers. Furthermore, the EXQ perceptions significantly contribute to satisfaction and loyalty. In a mediating relationship, the customer satisfaction is found to be a positive and significant variable. Practical implications Healthcare marketing policymakers should emphasize on recruitment of frontline staff – individuals with strong interpersonal skills and expertise who are able to create a memorable customer service experience. Originality/value The study is an original contribution to the existing body of knowledge – generally in services marketing literature and specifically in the field of healthcare marketing with a focus on customer experience in a developing country context of Malaysia.

The increasing numbers of public and private hospitals have resulted in the competitive environment in healthcare industry. This situation needs cooperation and support from the hospitals to focus on setting up compelling hospital image and providing satisfaction to the patients to ensure and secure their loyalty. Therefore, providing a high Service Quality will ensure the patients' satisfaction and loyalty to keep on tapping the service provided. This study reports on a research finding that undertakes to analyze the effect of Image and Service Quality provided by the hospital towards patients' satisfaction and loyalty in public hospital in Terengganu. Structural Equation Modelling (SEM) was used to test the proposed hypothesis model in the study. The finding of this study illustrates that although hospital image did not have any effect on the patients' loyalty, but it had a big impact on patients' satisfaction. Furthermore, patients' satisfaction had a big impact towards patients' loyalty. This study also clarifies that the Service Quality provided by the hospital had a direct influence on the patients' satisfaction and loyalty. Hence, a high service quality provided by the hospital will influence patients' satisfaction and loyalty and a positive and compelling hospital image is an important factor to ensure the patients' satisfaction.

This study examines the role of gender on entrepreneurial marketing (EM) and Bangladeshi Small and Medium Enterprises (SMEs) performance relationship. A self-administered questionnaire was conducted. A total of 220 owners of SMEs in Bangladesh were selected randomly as respondents from the list of active SMEs in Dhaka and Narayanganj city. The data were analyzed by using SEM-AMOS package 25.0. This study finds that there was a significant and direct effect of entrepreneurial marketing on firm performance. In addition, there was a significant effect of gender as a moderating variable in this relationship. At the corporate level, this study provides insights for the SMEs in making decisions related to gender and firm performance. The implications of the above findings are discussed. .

The objectives of the study were two-folds: firstly, to ascertain the effect of life satisfaction on substance abuse among Malay youth. Secondly, to identify the role of delinquency on the relationship between life satisfaction and substance abuse. Self-administered questionnaires were distributed among youths at the youth programmes using a two-step sampling technique: area sampling and systematic sampling. The research hypotheses were tested using Structural Equation Modelling. The findings of the study revealed that there is no significance relationship between life satisfaction and substance abuse. There is a significant inverse relationship between life satisfaction and delinquency. Moreover, delinquency has a positive significant influence on substance abuse. The use of Bootstrapping analysis proved that delinquency plays a full mediating role in the relationship between life satisfaction and substance abuse. This study concluded that to reduce substance abuse, efforts should be undertaken to reduce delinquency behaviour by increasing youth life satisfaction.

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Objective. This study was designed to examine the psychometric properties of Malay version of the Inventory of Functional Status after Childbirth (IFSAC). Design. A cross-sectional study. Materials and Methods. A total of 108 postpartum mothers attending Obstetrics and Gynaecology Clinic, in a tertiary teaching hospital in Malaysia, were involved. Construct validity and internal consistency were performed after the translation, content validity, and face validity process. The data were analyzed using Analysis of Moment Structure version 18 and Statistical Packages for the Social Sciences version 20. Results. The final model consists of four constructs, namely, infant care, personal care, household activities, and social and community activities, with 18 items demonstrating acceptable factor loadings, domain to domain correlation, and best fit (Chi-squared/degree of freedom = 1.678; Tucker-Lewis index = 0.923; comparative fit index = 0.936; and root mean square error of approximation = 0.080). Composite reliability and average variance extracted of the domains ranged from 0.659 to 0.921 and from 0.499 to 0.628, respectively. Conclusion. The study suggested that the four-factor model with 18 items of the Malay version of IFSAC was acceptable to be used to measure functional status after childbirth because it is valid, reliable, and simple.